MB-230 Manage Cases in Customer Service Practice Question
You are configuring SLAs for Litware Insurance. The service manager wants the 'First Response By' KPI to pause while the case is waiting on the customer, and to resume when the customer replies. The SLA item already has a 'First Response By' KPI with success and failure actions. What must you configure to achieve the pause and resume behavior?
⚠ Common exam trap
The trap here is thinking that the 'Applicable When' condition controls pausing; it only determines whether the SLA item applies to the case.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Configure the SLA item's 'Pause When' condition to check for the waiting-on-customer status and the 'Resume When' condition to check for the customer reply.
SLA items include pause and resume conditions that evaluate case attributes or related records. Configuring 'Pause When' to detect the waiting-on-customer state and 'Resume When' to detect the customer reply causes the KPI timer to stop and restart automatically. This is the intended feature for handling customer wait time without creating duplicate SLAs or manipulating business hours.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Configure the SLA item's 'Pause When' condition to check for the waiting-on-customer status and the 'Resume When' condition to check for the customer reply.
Why this is correct
SLA items support pause and resume conditions that evaluate case fields. Setting 'Pause When' to detect the waiting-on-customer state and 'Resume When' to detect the customer reply makes the KPI timer pause while waiting and resume when the customer responds. This directly implements the required behavior without changing the KPI's success or failure criteria.
- ✗
Set the SLA item's 'Applicable When' condition to check the case status and set the 'Pause When' condition to check for waiting on customer.
Why it's wrong here
The 'Applicable When' condition determines whether the SLA item applies to a given case, not whether the timer pauses. Setting a pause condition is necessary, but the answer also implies that Applicable When controls pausing, which is incorrect. To pause and resume, you need both a pause condition and a resume condition on the SLA item, so this option is incomplete and misleading.
- ✗
Set the SLA's 'Business Hours' calendar to exclude the time the case is waiting on the customer so the timer effectively stops.
Why it's wrong here
Business hours calendars define working hours for SLA calculations, such as excluding weekends or non-working hours. They cannot be dynamically altered based on a case's waiting-on-customer status. Attempting to model customer wait time through the calendar would require manual calendar changes and would not reliably pause and resume the KPI, making this approach unworkable.
- ✗
Create a separate SLA with a different KPI for paused cases and switch the case to that SLA when waiting on the customer.
Why it's wrong here
Using a second SLA with a different KPI to represent paused time does not pause the original KPI timer; it creates parallel or conflicting SLA tracking. The original 'First Response By' timer would continue counting down and could fail while the case is waiting on the customer. Pause and resume conditions on the existing SLA item are the supported mechanism for this requirement.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official Microsoft exam blueprint
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